SEVEN TOOLS

OF
QUALITY
1 BRAINSTORMING
2 CAUSE AND EFFECT DIAGRAM
3 GRAPHS AND CHARTS
4 PARETO ANALYSIS
5 HISTOGRAM
6 SCATTER DIAGRAM
7 COST BENEFIT ANALYSIS
BRAINSTORMING
A popular technique to:
- Identify problems
- List out causes of the problem
- Finding solutions
Each member should speak in rotation
There could be 2nd round, 3rd round of
brainstorming till all the ideas of the group
are exhausted.
No idea should be rejected, criticised or ridiculed
There should be no evaluation of ideas during
brainstorming
No rigid formality to be observed
Records to be kept for detailed discussion on each
idea
 CAUSE EFFECT DIAGRAM - EXAMPLE - 1
TEACHER STUDENT

Attentiveness

Qualification
IQ

Experience

POOR ACADEMIC
PERFORMANCE

Class Layout
Audio Visual Aids
Decor

Lecture /Tutorial Furniture

ENVIRONMENT
TEACHING METHOD
 CAUSE EFFECT DIAGRAM - EXAMPLE - 2
Material MAN

Training
Grade
Experience

Source

SHOP
REJECTION /
REWORK
Type
Maintenance
Validation

Capability

MACHINE METHOD
EXAMPLE PIE CHART

[ COST BREAK-UP OF A PRODUCT ]

COST HEAD AMOUNT IN Rs. % CONTRIBUTION

Material Cost 50,000 50%

Labour Cost 25,000 25%
Overheads 15,000 15%
Profit 10,000 10%
EXAMPLE BAR CHART
[ Comparison of Annual sales of five
manufacturing units ]

MANUFACTURING ANNUAL SALES

UNIT IN CRORE Rs.
A 150
B 380
C 75
D 450
E 250
 EXAMPLE LINE GRAPH

[ TREND OF CUSTOMER COMPLAINTS ]

MONTH NO. OF COMPLAINTS

Apr 25
May 21
June 26
July 18
Aug 12
Sept. 10
 PARETO ANALYSIS
A USEFUL TECHNIQUE TO SEGREGATE VITAL FEW FROM TRIVIAL MANY
EXAMPLE:
(PARETO ANALYSIS OF ASSEMBLY SHOP REWORK-CAUSE WISE)
DATA TABLE
C B D A C
C A C C A
C E C E D
C C B C B
C D C D C
C C C C C
B A B A B
C C C B C
C E C C D
C B B A C

LEGEND:
A: MACHINE PROBLEM
B: OPERATOR ERROR
C: MATERIAL/COMPONENT DEFECT
D: DRAWING ERROR
E: AY OTHER REASON
 [ FREQUENCY DISTRIBUTION TABLE ]

REWORK FREQUENCY PERCENT

CODE CONTRIBUTION

A 6 12%
B 9 18%
C 27 54%
D 5 10%
E 3 6%
TOTAL 50 100%
 [ PARETO ANALYSIS TABLE]

REWORK PERCENT CUMULATIVE

CODE CONTRIBUTION CONTRIBUTION

C 54% 54%
B 18% 72%
A 12% 84%
D 10% 94%
E 6% 100%
HISTOGRAM : EXAMPLE -1

TEST SCORE OF 50 STUDENTS (RAW DATA)

MAXIMUM MARKS = 100

46 68 22 78 65 89 59 69 70 78
64 75 92 80 73 75 64 82 25 68
71 17 65 59 74 38 71 25 90 76
63 58 86 73 96 67 72 64 32 90
69 23 58 79 60 87 70 77 63 71
FREQUENCY DISTRIBUTION TABLE OF TEST SCORES
------------------------------------------------------------------------------------------------------
CLASS FREQUENCY
INTERVAL
-------------------------------------------------------------------------------------------------------
0 10 NIL
10 20 1
20 30 4
30 40 2
40 50 1
50 - 60 5
60 - 70 14
70 - 80 15
80 - 90 6
90 - 100 2
------------------------------------------------------------------------------------------------------
Total: 50
------------------------------------------------------------------------------------------------------
 HISTOGRAM: EXAMPLE -2
RAW DATA
Length of Cast Bars in mm
26, 28, 35, 42, 49, 63, 70, 77, 86, 30, 37,
43, 50, 57, 64, 71, 80, 34, 40, 44, 51, 58,
65, 72, 40, 45, 52, 59, 66, 72, 41, 46, 53,
60, 67, 41, 47, 54, 61, 69, 35, 48, 55, 54,
62, 46, 53, 60, 52
TOTAL OBSERVATIONS = 50
SPECIFIED LENGTH = 65 +/- 10MM

OBJECTIVE:
To construct Histogram and draw conclusions regarding
the casting process.
FREQUENCY DISTRIBUTION TABLE
--------------------------------------------------------------------------------------------
CLASS FREQUENCY
INTERVAL
---------------------------------------------------------------------------------------------
20 27 1
27 34 3
34 41 7
41 48 8
48 55 10
55 62 8
62 69 6
69 76 4
76 83 2
83 90 1
-----------------------------------------------------------------------------------------
Total: 50
-------------------------------------------------------------------------------------------
SCATTER DIAGRAM
A SIMPLE TECHNIQUE TO ASSESS CO-RELATION
BETWEEN TWO VARIABLES

EXAMPLE: HEIGHT WEIGHT

HARDNESS TENSILE STRENGTH
TEMPERATURE VISCOSITY
ALTITUDE - PRESSURE

ADVANTAGES:
1) Destructive testing can be avoided
2) Reduced inspection cost
3) Making predictions easier
 SCATTER DIAGRAM EXAMPLE

HARDNESS (X) TENSILE STRENGTH (Y)

144 70.00
146 71.90
150 71.00
153 74.65
155 72.90
157 75.40
158 80.80
160 80.25
160 75.75
162 79.65
163 81.10
164 81.10
164 83.45
165 88.80
166 78.00
167 77.25
168 80.60
168 85.75
169 82.25
170 83.10
COST BENEFIT ANALYSIS EXAMPLE

PROJECT: Development of fixture to eliminate

rejection of end plates due to wrong
drilling.

CALCULATION OF COST:
Cost of fixture = Cost of Material + fabrication and
machining charges
(Design by members)
= Rs. 20,000 + Rs. 8000
= Rs. 28,000
CALCULATION OF BENEFITS:
i) DUE TO QUALITY IMPROVEMENT
- Rejection level reduced from 10% to NIL
- Monthly saving by eliminating rejection =
(10% of No. of pieces produced during the month)
x (Cost per piece Scrap value)
= 5x(Rs.6000 Rs.1000)
= Rs.25,000

ii) DUE TO PRODUCTIVITY ENHANCEMENT

- Production increased from 50 pieces/month to 60
pieces per month
- Monthly gains = (60-50) x profit per piece
= 10 x Rs 2000 = Rs.20,000

TOTAL SAVING PER MONTH = Rs.25000 + Rs.20000

= Rs.45000
CASE STUDY
 CASE STUDY
QUALITY CIRCLE IN A HOSPITAL

Section: Pharmacy

OBJECTIVES
1 - To improve the quality of service.
2 - To reduce stress and fatigue of staff
3 - To simplify the work
4 - To improve work environment
5 - To make work a pleasure
PROBLEMS IDENTIFIED THROUGH
BRAINSTORMING:

1 Patients have to wait for too long a period in the

queue for getting medicines. Patients, therefore,
get irritated.
2 Too many brands of the same drug.
3 No action on slow moving drugs
4 Daily register for receipts and issues too elaborate
and filling up is time consuming.
5 Disease code number on prescription not mentioned
always.
6 Children and gynecology cases not given special
attention and they are clubbed with the common
queue
7 Pharmacists are subjected to stress and fatigue.
8 Manpower not commensurate with increased load.
9 No attention to control costly drugs.
 ISHIKAVA DIAGRAM
Dispensing windows Difficulty of movement

Straight pigeon hole racks

Only one window Have to get up every for medicines
for males
time to pack drugs

Only one window of

ladies and children Straight back
chairs

Waiting time of
patients more
leading to frustration

To be manually
packed every time
Disease codes not always
filled up

Packing No data on fast moving drugs

 BRAIN STORMING FOR SOLUTIONS

The following solutions emerged by consensus:

1 Open two more windows for dispensing.

2 Segregate children and gynecology cases from the general queue.
3 Data collected show more patients in shift I than in Shift II. Shift I to be
strengthened by withdrawing one person from shift II.
4 Straight back chairs to be replaced by revolving chairs to reduce
fatigue of pharmacists.
5 Semi circular tables with racks should be provided for keeping drugs for
quicker dispensing of drugs and less fatigue to pharmacists.
6 If disease codes are always mentioned, data can be collected and fast
moving drugs can be kept nearer. Also, it will help plan preventive
health care.
7 Pre-packing of drugs for common ailments could be considered.
Members can make packets in spare time.
 RESULTS OF Q-CIRCLE PROJECT

BEFORE:
- Longer waiting time for patients (30- 45 minutes
average) leading to frustration and displeasure.
- Pharmacists strained due to fatigue

AFTER:
- Waiting time reduced to 10-15 minutes per patient (one
third of original waiting time). Patients are happy.
- Pharmacists strain eliminated. They are happy and they
offer their services more efficiently.